Have you heard about the new innovations in the Oracle Service Cloud Release 18C? The release provides enhancements to Chat, Policy Automation, Virtual Assistant, and Platform. Check out this video and highlights of release 18C!

Here are a few highlights from Oracle Service Cloud Release 18C:

Chat

Automatic Spell Check for Chat:A new feature has been added to the Agent’s Chat experience within the Browser User Interface where misspelled words are indicated within the compose control of the Chat session.

Chat Supervisor Monitoring:Supervisor Monitoring is now available for Chat in the Browser User Interface. The Supervisor Monitoring feature allows a Supervisor Agent the ability to monitor a live Chat session within the Browser User Interface. Also included: – The ability of the Supervisor Agent to join and leave the session – The ability of the Supervisor Agent to private message with the lead agent while monitoring

Policy Automation

Automate connections to other applications:There are three new REST services that can be used by system integrators to completely automate the process of moving projects through the policy deployment lifecycle.